An NPS survey in WordPress asks your customers one question, How likely are you to recommend us to a friend?, on a scale from 0 to 10, and turns the answers into a single score. It is the quickest way to see whether people like you enough to tell others. This guide is ideal for beginners and for teams running their first survey. We explain the score, how to ask the question, and what to do with the results.
The short version
- NPS is one question on a 0 to 10 scale, plus one follow-up: why?
- Promoters answer 9 or 10, passives 7 or 8, and detractors 0 to 6.
- The score is the share of promoters minus the share of detractors, from -100 to +100.
- Ask at a natural moment, such as 7 days after a purchase, not at random.
What is a Net Promoter Score?
It is a measure of loyalty, built from one question. The idea comes from Bain and Company, which still publishes the method and its background. People pick a number from 0 to 10, and you sort them into three groups:
| Group | Answers | What they tend to do |
|---|---|---|
| Promoters | 9 or 10 | Recommend you and come back |
| Passives | 7 or 8 | Stay satisfied, but could switch |
| Detractors | 0 to 6 | Complain or leave quietly |
How is the NPS score worked out?
Take the percentage of promoters and subtract the percentage of detractors. Passives count in the total but not in the score. If 100 people answer, with 50 promoters, 30 passives and 20 detractors, your score is 50% minus 20%, which is +30. The score runs from -100, when everyone is a detractor, to +100, when everyone is a promoter.
You do not need to do the sum yourself. In Echo Forms, the survey results show promoters, passives and detractors, the Net Promoter Score and how many people gave each number, as answers come in.
What is a good NPS?
Anything above 0 means more promoters than detractors, which is a decent start. Scores vary a lot by industry, so compare yourself with your own last result rather than with a stranger’s. A rise of 10 points over 6 months says more about your business than any league table.
How should you ask the NPS question?
Keep the wording standard, so your score means something, and add one open question after it. A strong NPS question set looks like this:
- How likely are you to recommend us to a friend or colleague? (0 to 10)
- What is the main reason for your score? (a paragraph box)
- Optional: May we contact you about your answer? (yes or no)
That is the whole survey. It takes people under 1 minute, which is why response rates for NPS are usually better than for long surveys.
When should you send an NPS survey?
At a moment when people have a clear opinion. Good moments include:
- 7 to 14 days after a purchase, once the product has arrived and been used.
- After a service visit, the same day or the next.
- Every 6 months for ongoing customers, such as members or subscribers.
Avoid sending it during a support problem, because you will measure the problem, not the relationship.
How to run an NPS survey in WordPress, step by step
- Install Echo Forms and Echo Forms Signature.
- Start from the Net Promoter Score template under Surveys.
- Check the question wording and the follow-up.
- Put the form on a page, or email customers a link to its own landing page.
- Watch the results under the survey’s charts as answers arrive.
- Read every comment from detractors within 2 days, and reply where you can.
You can try the NPS template live first. The survey results guide shows every chart.
What do you do with the results?
Act on the comments, not just the number. We suggest sorting the “why” answers into 3 or 4 themes, such as price, speed and support, and fixing the theme detractors mention most. Then thank promoters, and ask a few of them for a review, because they are already willing. A customer loyalty survey only helps if someone reads it, so put 30 minutes in your diary each month for exactly that.
An NPS survey is small enough to run this week. Ask the one question, read every reason, and measure again in 6 months to see if the changes worked. See surveys and polls for every chart Echo draws.
Your Net Promoter Score, worked out for you
NPS questions and survey charts come with Echo Forms Signature, with seven survey templates to start from.
